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Regular User Permissions

This page contains a list of all the different user permissions that are available in the system. You can define a fully customizable set of these permissions for each user role.

Permission NameDescription

Application Access

Available Identity ProvidersThe list of the available identity providers for login. For more information, see: Authentication
Associated Identity ProvidersThe identity providers associated with the role. This determines the login options of the user.
Mobile webGrants access to the mobile web interface of Verba to the user.
Dial-in interfaceAllows the user to use the Dial-In recorder services. Dial-In recording has to be configured as a prerequisite. For more information, see the following article: Configuring the Verba Dial-in Recorder Service

Conversation Access

Scope

Determines the range of conversations the user has access to:

    • No Access to Conversations
    • Access Shared Only: the user can only access conversations that have been previously shared with them by other users.
    • Standard (User and group-based): the user can access the conversations that belong to it and the conversations of the other users that are in the groups the user is a supervisor of
    • Access All: the user can access every conversation in the system
Filtering Criteria
Additional filtering criteria can be added by the icon. These filters will restrict the access to the recorded conversations further above the setting selected at the Scope setting.
Filtering Criteria Relationship Across RolesWhen multiple roles are assigned to the same user, and more than one role has filtering criteria, then this setting determines whether AND or OR logic will be used between the filters depending to separate roles.
Unable to Access Conversations Older thanDenies access to calls for the user that are older than the specified amount of time (hours). Zero value means that there is no denial of access based on the age of conversations.
List Ongoing ConversationsGrants the user permission to view ongoing calls that are currently being recorded.
Agent View Scope

Grants the user permission to view the desktop screens of agents that have been configured for screen capturing:

  • 'On the phone' Screens Only: grants the user permission to view the desktop screens of agents currently in a conversation
  • 'On the phone' & Idle Screens: grants the user permission to view the desktop screens of agents regardless if the agent is talking or not
Real-Time Silent Monitoring of Ongoing ConversationsGrants the user permission to listen in (silent monitor) to ongoing calls that are currently being recorded.
View Conversation DetailsGrants the user permission to view the details of a conversation in the search interface.
Play ConversationGrants the user permission to play/view conversations from the search interface.
Preview ConversationGrants the user permission to play/view a small portion of the conversations (from the beginning) only from the search interface. The default setting for voice/video/screen share recordings is up to 15 seconds, and for instant messages is up to 5 messages.
Require Access (Playback/View/Download) ReasonSpecifies if the user has to provide a reason (free from text) before playing back, downloading, or viewing a conversation.
Use Participant SetGrants the user permission to use the Participant Set feature.
Participant Set

Grants access to creating or sharing participant sets:

    • No access: user is not allowed to create or share participant sets.
    • Define Users: with this permission can create Participant Sets, but can't share them with other users.
    • Define & Share: users with this permission can create and share Participant Sets.
Access Secondary RecordingsGrants the user permission to access secondary recordings which are recorded by recording servers designated as secondary servers in a duplicate (2N) recording configuration. For more information, see How to make Secondary recordings visible.
Access Media-Only RecordingsGrants the user permission to access Media-Only recordings which are representing the audio segments when the advanced voice data model is used, primarily for trader voice integrations. For more information, see Data models.
Ad-hoc TranscodeGrants the user permission to use the ad-hoc transcoding feature in the player application for video and screen share recordings.
Phone Number Masking in SearchSpecifies if the phone numbers are masked on the search screen for the user. For more information, see Customer Identification Data Masking.
Adjust Media LengthDefines the maximum value of the media adjustment configurable in the player when stitching voice recordings stored using the advanced data model (e.g. trader voice). For more information, see Configuring media stitching adjustment.

Group Supervisor Access Scope

These permissions are only effective for Group Supervisors. The system records group membership history and the Group Supervisors can access conversations of the Group Members according to the history by default. This means that if a Member was added to the Group later than the Group Supervisor, then the Group Supervisor will be able to access their conversations only from the time the Member was added to the Group. The Group Supervisor Access Scope permissions can be used to change this behavior.

All of these permissions have three possible values:

  • According to Server Configuration (default)
  • Yes
  • No

The default server configuration settings can be changed in the Server Configuration under Web Application / Conversation Access Scope.

Access All Conversations of Current Members

If set to Yes, then the Group Supervisors can access all conversations of the currently active members regardless of when they were added to the group.
Default: No.

Access Previous Conversations of Removed Members

If set to No, then the Group Supervisors will not be able to access the previous conversations of the members that have been already removed from the group.
Default: Yes.

Access Previous Conversations After Lost Supervisory StatusIf set to No, then the former Group Supervisor will not be able to access the previous conversations of the Group Members after lost the Supervisory status.
Default: Yes.

Download / Export

Download a ConversationGrants the user permission to download conversations from the storage to their own computer.
Conversation Export

Grants access to export recorded conversations:

  • No access: user is not allowed to export recorded conversations.
  • Media Files Only: users can export only media files.
  • Metadata Files Only: users can export only metadata files.
  • Both Media and Metadata Files: users can export media and metadata files as well.
Recurring Conversation ExportGrants the user permission to create recurring conversation export.
Conversations List ExportGrants the user permission to perform conversation list exports.
Customize Conversation Export Target FolderGrants the user permission to change the export target folder for advanced export.

Sharing

E-mailGrants the user permission to share conversations visible to them via emailing an URL pointing to the conversation.
Share ConversationsGrants the user permission to share conversations via the web interface sharing page.
Access View Shared Items menuGrants the user permission to view shared conversations shared with them via the web interface sharing page.
Allow Granting Playback Right

Grants the user permission to grant the following rights:

  • Playback right when sharing converation through a label
  • Playback right when sharing conversations through a case
  • Investigator right for a group member
Define Label Sharing ExpirationGrants the user permission to define the expiration for the sharing of a label.
Override "Unable to Access Conversations Older than" in Label SharingGrants the user permission to override the "Unable to Access Conversations Older than" permission when sharing recorded conversations through labels.

Annotation

CommentGrants the user permission to add custom metadata to conversations.
Mark as PrivateGrants the user permission to mark conversations as private. When a conversation is marked as private, nobody else (not even group supervisors and users with 'Access All' rights) in the system can access it except for the user who marked it.
Manual LabelingGrants the user permission to manually apply labels to conversations (the scope of the users access to certain labels and conversations can be limited by other permissions).
Automatic Labeling from SearchGrants the user permission to setup an automatic lableing rule from the search page.

Data Retention

Delete a ConversationGrants the user permission to delete conversations with the exception of conversations that have been placed under Legal Hold.
Mute RecordingGrants the user permission to mute/pause recording.
Protect a ConversationGrants the user permission to mark conversations as protected. When there are data retention policies in place that are configured to ignore protected conversations, the button associated with this permission can be used to protect conversations from the execution of those policies.
Enable Legal HoldGrants the user permission to enable Legal Hold for labels. For more info on Legal hold, see the corresponding article.
Initiate Release from Legal HoldGrants the user permission to initiate release of a legal hold for labels. This request still has to be approved by a user with the 'Approve Release from Legal Hold' permission for the legal hold to be successfully lifted.
Approve Release from Legal HoldGrants the user permission to approve the release of legal hold from a label. The release first has to be initiated by a user with the 'Initiate Release from Legal Hold' permission.

Reporting

ReportingGrants the user access to the reporting features of Verba. For more information on reporting see the Reporting guide.
Dashboard

Grants the user permission to dashboards:

  • No Access: user is not allowed to access dashboards
  • Configure: user is allowed to create, update and delete her/his own dashboards
  • Configure and Share: user create, update, delete ans share her/his own dashboards
Global Dashboard Administration

Grants the user permission to manage all dashboards in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete

Quality Management

Quality Management AgentEnables the user as a Quality Management Agent. The user's conversations can be selected by Quality Management projects to be evaluated by Quality Management Evaluators. For more information on the Quality Management module of Verba, see the Quality Management guide.
View Own ScorecardGrants the user permission to view her/his own scorecards.
Quality Management EvaluatorEnables the user as a Quality Management Evaluator. The user can evaluate Quality Management Agent users' conversations that are selected by a Quality Management project. For more information on the Quality Management module of Verba, see the Quality Management guide.
Add Conversations to Evaluation ProjectsGrants the user permission to manually add recorded converations to an evaluation porject.
Remove Conversations from Evaluation ProjectsGrants the user permission to manually remove recorded converations from an evaluation porject.

Speech Analytics

Phonetic Index ConversationsAllows speech indexing of conversations associated with the user.
Speech SearchGrants the user permission to the speech search features of the search interface.

Transcribe Conversations (Built-in)

Allows transcribing of conversations, associated with the user, with the Verint engine.
Transcribe Conversations (Advanced) Allows transcribing of conversations, associated with the user, with the advanced Verint engine.
Transcribe Conversations (3rd Party)Allows transcribing of conversations, associated with the user, with the 3rd party engines.

Communication Policies

Ethical Wall UserAllows configuring communication policies for the user.

Customization

Personalize Conversation List LayoutGrants the user permission to modify of Search Layout on the Search page.

Administrative Permissions

Permission NameDescription

User Administration

Users

Grants the user permission to manage user settings in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Groups

Grants the user permission to manage group settings in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Group Membership AdministrationGrants the user permission to manage group membership settings in the system.
Extensions

Grants the user permission to manage extension settings in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Recording Rules

Grants the user permission to manage recrding rules in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Managed Users/Groups/ExtensionsGrants group administrator users permission to manage the settings of users in the groups they are administrators in. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Roles

Grants the user permission to manage user role settings in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
AD ProfilesGrants the user permission to manage Active Directory Synchronization profile settings in the system. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Identity Providers

Grants the user permission to manage identity provider settings in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Bulk User Extension UpdateGrants the user permission to use the bulk user and extension update feature.
Bulk User ImportGrants the user permission to use the bulk user import feature.
Group CSV ImportGrants the user permission to use the CSV file based group import feature.

VoH/ViQ Incoming Call Rules

Grants the user permission to manage video on hold and video in queue incoming call rule settings in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
VoH/ViQ Media Files

Grants the user permission to manage video on hold and video in queue media file settings in the system. The level of permission depends on your choice from the list.

    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete

Security

Search Audit LogGrants the user permission to view and search the system audit log.
Alert ManagementGrants the user access to the Alert Management page. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
Audit Log AlertsGrants the user access to the Audit Log Alerts page. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
CertificatesGrants the user access to the certificate management page. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Create
API KeysGrants the user access to the API key management page. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Session MonitorGrants the user access to the session monitor feature to review current web interface access sessions.

Customizations

Metadata TemplatesGrants the user permission to manage metadata templates. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Automatic Labeling RulesGrants the user permission to create and manage automatic labeling rules.
Default Conversation List LayoutGrants the user permission to manage the default conversation list layout of the search interface. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update

Data Management

Storage TargetsGrants the user permission to manage storage targets. For more information, see Storage and export targets. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Data ProcessorGrants the user permission to manage data processors. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Import SourceGrants the user permission to manage import sources. For more information, see Import sources. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Retention PoliciesGrants the user permission to manage data retention policies. For more information, see Data management policies. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Conversation ImportGrants the user permission to import conversations to the system.
Conversation Export

Grants the user permission to export conversations from the system:

  • Media Files Only: the user is only allowed to export media files
  • Metadata Files Only: the user is only allowed to export metadata
  • Both Media and Metadata Files: the user is only allowed to export both media files and metadata

For more information, see Export.

Recurring Conversation ExportGrants the user permission to create recurring conversation export.
List User ExportsGrants the user permission to list other user's exports.

Operation and Maintenance

Server ConfigurationGrants the user permission to server configuration. This includes the configuration of all Verba Nodes. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
Site ConfigurationGrants the user permission to manage sites. For more information, see Sites. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
LicenseGrants the user permission to manage Verba Licenses. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
Database MonitoringGrants the user access to the database monitoring features of the web interface accessible from the System menu.
Background Task MonitoringGrants the user access to the background task monitoring features accessible from the System menu.
Collect Configuration and LogsGrants the user access to the configuration and log collection feature accessible from the System menu.
Request Server CertificateGrants the user access to the server certificate request feature accessible from the System menu.

Multi-tenant

Multi-Tenant AdministratorGrants the user access to the multi-tenant deployment-specific configuration settings of Verba. This is only available in multi-tenant deployments.

Quality Management

Quality Management AdministratorGrants the user permission to manage quality management module including creating and maintaining quality management projects and forms.

Speech Analytics

Speech Analytics AdministratorGrants the user permission to administer speech indexing of conversations to allow users with the 'Speech Search' permission to search for phrases in audio conversations.

Communication Policies

Communication PoliciesGrants the user permission to communication policies. For more information, see Communication Policies. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete
Policy ValidatorGrants the user access to the communication policy validator feature.
Audit LogGrants the user access to the communication policy audit log feature.

Authorization Request

Worklfow ConfigurationGrants the user permission to authorization requests. For more information, see Approval Workflows. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete

Announcement

Announcement Audit LogGrants the user access to the announcement audit log feature.
Announcement WhitelistGrants the user permission to announcement whitelists. For more information, see Announcement whitelist. The level of permission depends on your choice from the list.
    • Read Only
    • Read, Update
    • Read, Update, Delete
    • Read, Update, Create
    • Read, Update, Create, Delete

Dashboard Widgets

Grants the user permission to the selected widget types in the system. By selecting All, all types of widgets will be accessible for the user.


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